IT Support Specialist II
Grid Iron IT - Washington, DC
posted 3 months ago
About the position
The IT Support Specialist II position at Gridiron IT is a full-time role based in Washington, DC, focused on providing comprehensive IT support to end users. The specialist will be responsible for troubleshooting complex hardware and software issues, serving as an escalation point for Level 1 IT Support Technicians. The role requires a minimum of three years of experience in desk-side and/or service desk support, with a strong emphasis on resolving end-user issues efficiently and effectively. The specialist will engage in independent research to resolve technical problems and will be responsible for creating, updating, and closing incident and service requests using the IT service management system. Adherence to established IT processes and standard operating procedures (SOPs) is essential to ensure consistent service delivery. In addition to technical skills, the position requires a broad knowledge base across various IT disciplines, including computing, computer workstations, hardware, software, productivity tools, applications, and networking. The ideal candidate will possess a valid CompTIA A+ certification, which can substitute for one year of required experience. The role is critical in supporting the IT infrastructure and ensuring that end users receive timely and effective assistance with their technical issues. The specialist will work closely with other IT team members to maintain high service levels and contribute to the overall success of Gridiron IT's mission to support federal agencies across the United States.
Responsibilities
- Provide desk-side and/or call center support to end users for complex IT issues.
- Act as an escalation point for IT Support Tech level 1.
- Research end-user issues and develop remediation plans.
- Perform independent research and resolution support for technical problems.
- Create, update, and close incident and service requests using the IT service management system.
- Adhere to IT processes and standard operating procedures (SOPs).
Requirements
- Minimum of 3 years of experience providing desk-side and/or service desk IT support.
- Fluency in multiple IT disciplines including computing, hardware, software, productivity tools, applications, and networking.
- CompTIA A+ certification may substitute for 1 year of experience.
Nice-to-haves
- Experience with Active Directory (3 years preferred).
- Experience with ServiceNow (3 years preferred).
- Experience supporting end users (3 years preferred).
Benefits
- 401(k)
- AD&D insurance
- Dental insurance
- Disability insurance
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Pet insurance
